Support Overview & CSAT
Measure how fast your team answers, how much gets solved and how customers rate the help.
How tickets work
You never create tickets by hand. Every WhatsApp chat in the shared inbox gets them automatically:
- A customer message opens a new ticket on that chat, unless one is already open.
- If the customer writes back shortly after a ticket was closed (within the Reopen window), that ticket reopens instead of a new one starting.
- When a chat is assigned to a teammate, its open ticket is assigned to them too.
- Only replies your team types in the inbox count as agent replies. Messages from workflows and broadcasts don't.
Ticket status in the chat
Open a conversation in WhatsApp Chats. The chat header shows the ticket badge and its buttons.
| Badge | Meaning |
|---|---|
| Pending | Open, and nobody on the team has replied yet. |
| Open | Open, and the team has replied. |
| Solved | Closed with Mark Solved. |
| Unsolved | Closed with Mark Unsolved, or closed automatically after going quiet. |
Click Mark Solved or Mark Unsolved to close a ticket and Reopen to open it again. On a chat that has no ticket yet, the button reads Open ticket.
Customer satisfaction (CSAT)
With the survey switched on, closing a ticket sends the customer three reply buttons asking them to rate the help: Great, Okay or Poor. These score 5, 3 and 1.
- The survey only goes out if the customer wrote to you in the last 24 hours, because WhatsApp doesn't allow it outside that window.
- A ticket that closes automatically never sends a survey.
- Tapping a rating doesn't reopen the ticket.
Settings
Go to Setup → Conversation Defaults and scroll to Support tickets:
- Reopen window (hours): how long after closing a customer reply reopens the same ticket. The default is 24; 0 always opens a new ticket.
- Auto-close after (hours): closes open tickets that have had no message from either side for this long. The default is 48; 0 turns it off.
- Satisfaction survey: tick Enabled to send the rating buttons when a ticket is closed.
The Support report
Go to Reports → Support and choose a Period (the usual presets, or Date-wise). Each tile compares with the same number of days just before.
| Tile | What it counts |
|---|---|
| Tickets Created / Closed / Reopened | Ticket volume in the period. |
| Single Reply Tickets | Tickets closed after exactly one agent message. |
| Agent Messages Sent | Messages your team typed in the inbox. |
| Median First Response Time | Time from a ticket opening to the first agent reply. |
| Median Resolution Time | Time from a ticket opening to it being closed. |
| ...Since Assignment | The same two timings, counted from when the chat was assigned. |
| Total CSAT Sent / Received | Surveys sent, and surveys customers answered. |
| Median CSAT Score | The middle rating out of 5. |
Times read as hours, minutes and seconds (for example 9h 07m 18s). A dash means there's no data for that tile yet.
Further down the page:
- By agent: tickets, closures, one-touch tickets, response and resolution times and average CSAT for each teammate, plus an Unassigned row.
- Current workload: pending and open tickets per agent right now, whatever period you picked.
- Ticket queue: filter by All, Pending, Open, Solved or Unsolved. Pending and Open are live; Solved and Unsolved follow the period.
Export CSV downloads the report for the chosen period.
Good to know
- An automated welcome message isn't a first response. A ticket stays Pending until a person replies.
- Medians aren't dragged around by one very slow ticket the way averages are, so they show what a typical customer experiences.
- If a ticket reopens while you have the chat open, the badge catches up when you refresh.
Pick one number to improve each month. Median first response time is usually the one customers feel most.
